Sharing a compliment

Let us know about your outstanding experience at:

Your local branch (click here for phone numbers)
Toll-free: 1-800-393-6733
Email: MemberSupport@FirstCU.ca

or at

First Credit Union Administration Office
4721 Joyce Avenue
Powell River, BC
V8A 3B5

Resolving your concern or complaint

Our goal is to manage complaints and resolve problems quickly and effectively. Depending on the nature of the problem, sometimes we will need to investigate further.


STEP 1
Talk to us. If you have a concern or complaint it can often be addressed by a First Credit Union team member at your branch or through the contact center. 

Your local branch (click here for phone numbers).
Toll-free: 1-800-393-6733
Email: MemberSupport@FirstCU.ca

STEP 2
If you are not satisfied with how your concern or complaint was handled by the team member, you can escalate further and ask to speak with the branch manager. 

Find your local branch phone number and ask to speak to the branch manager.

STEP 3
Depending on the nature of the issue, the branch manager may refer you to First Credit Union’s Privacy Officer or the Regional Manager Retail Banking. Your complaint will be investigated and you will be provided with a written review of your complaint and a resolution. 

You may also request this referral yourself should you feel that your issue is not being addressed to your satisfaction.

First Credit Union Administration Office
4721 Joyce Avenue
Powell River, BC
V8A 3B5
Email: membercomplaint@firstcu.ca
    
STEP 4
As a final step if your concern remains unresolved and you would like to escalate your complaint further, you can contact the Ombudsman for Banking Services and Investments (OBSI) who will undertake an independent review of your complaint. You may submit your concern to OBSI if:

1. We are unable to provide a resolution within 90 days from the time you submitted your complaint, or 
2. We have given you a final response on your complaint but you are still unsatisfied



OBSI can be contacted at: 

Online: www.obsi.ca
Toll-free: 1-888-451-4519

Mail: 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3